How to track customer journey from entry to cart abandonment?

[Chaani]

Customers come to my store and abandon cart and checkout. How do I trace their journey on my site? How do I find out their point of entry and trace it to the point of drop-off?

[Brendan-Optily · Accepted solution]

Hi @Chaani, there are lots of great ways that you can analyze the performance of your customer journey. Here are some suggestions:

Shopify - dig into the "Reports" section of your store, and for starters check out the "Sessions by Referrer" report. Once you load this report you can add and remove columns. Some useful columns in there include: 

• Sessions
• Visitors
• Pageviews
• Average session duration
• Bounce rate
• Added to cart
• Reached checkout
• Conversion rate
• Sessions converted

This will give you a very clear indication of where people are coming from and what they are doing on your site.

Google Analytics - Assuming you have Google Analytics installed on your store, then you can dig in much deeper with that tool.

Meta - Also, if you have the Meta (Facebook & Instagram) pixel and Conversion API installed on your store then you'll be able to track similar metrics in there also.

There are lots of other tools out there, but the above free tools will probably give you enough information to see what's working and where people are dropping off.

I hope that helps. All the best. B

[bwterrainforge · Accepted solution]

I use hotjar. They have a free offering  once you add their tag either in your theme.liquid or gtm you will start getting recordings of the user on your site. it will follow them from page to page and shows as they scroll and move their mouse.

[PageFly-Victor · Accepted solution]

Hi @Chaani ,

This is Victor from PageFly - Shopify Page Builder App. Based on your request, I think you should install Google Analytics 4 to your store. 

GA4 has a “Path Exploration” function to illustrate users' flows on your site and you will be able to identify their journey based on them.

With GA4, you will also be able to find which source of traffic visitors came to your site first. 

About the abandoned cart problem, I think you should try some apps on Shopify to handle this:

I have some suggestions for you:

• Abandoned Cart Recovery Email by Care Cart
• LiveRecover SMS Cart Recovery

I hope this will be helpful for you. 

Best regards,

Victor | PageFly Team

[Brendan-Optily · Accepted solution]

Hi @Chaani, there are lots of great ways that you can analyze the performance of your customer journey. Here are some suggestions:

Shopify - dig into the "Reports" section of your store, and for starters check out the "Sessions by Referrer" report. Once you load this report you can add and remove columns. Some useful columns in there include: 

• Sessions
• Visitors
• Pageviews
• Average session duration
• Bounce rate
• Added to cart
• Reached checkout
• Conversion rate
• Sessions converted

This will give you a very clear indication of where people are coming from and what they are doing on your site.

Google Analytics - Assuming you have Google Analytics installed on your store, then you can dig in much deeper with that tool.

Meta - Also, if you have the Meta (Facebook & Instagram) pixel and Conversion API installed on your store then you'll be able to track similar metrics in there also.

There are lots of other tools out there, but the above free tools will probably give you enough information to see what's working and where people are dropping off.

I hope that helps. All the best. B

[Chaani · Accepted solution]

Thank you so much for your suggestions. I am yet to integrate Google analytics 4 to my site. I shall figure that out. Thank you very much

[QuickCEP-]

Hi @Chaani ,

This is QuickCEP-software that can help you increase your income.

If you want to track the user’s behavior on the website, I strongly suggest you to use the Session Record tool. There are many similar tools on the market. You can see the path that the user moves their mouse on your website.

Google Analytics would be a good tool if you are tracking the source of your users.

Using these two tools together, you could find out where your users came from and what actions they did on the website, most importantly, why they left your website.

Suggestion: you can do some customer interviews, for important customers on the website. This could help you know the real needs of customers and help them to improve the website’s construction.

For example, if you find a behaviour of abandon shopping cart, then you may take action to have remedial measures. You need to use automated marketing tools. When the user abandons, sends an email to them, it can be a thanking email or a coupon for them to help with conversion. You can try any way that helps the conversion.

If you prepare to use automated marketing tools, you can consider our product, QuickCEP, a really cost-effective, useful marketing app. It helps you do all-round marketing automation with professional advice, build your customer data platform , and it also has chatbot function, which means you don't need to pay for Tidio, Omnisend, Klaviyo any more. Fill in the invitation code with '10KE' when registering, you'll get 1-year free trial, and 10,000 free emails for free!

If you find this answer helpful, please give us a Like and Accept the solution.

Best Regards,

QuickCEP

[bwterrainforge · Accepted solution]

I use hotjar. They have a free offering  once you add their tag either in your theme.liquid or gtm you will start getting recordings of the user on your site. it will follow them from page to page and shows as they scroll and move their mouse.

[PageFly-Victor · Accepted solution]

Hi @Chaani ,

This is Victor from PageFly - Shopify Page Builder App. Based on your request, I think you should install Google Analytics 4 to your store. 

GA4 has a “Path Exploration” function to illustrate users' flows on your site and you will be able to identify their journey based on them.

With GA4, you will also be able to find which source of traffic visitors came to your site first. 

About the abandoned cart problem, I think you should try some apps on Shopify to handle this:

I have some suggestions for you:

• Abandoned Cart Recovery Email by Care Cart
• LiveRecover SMS Cart Recovery

I hope this will be helpful for you. 

Best regards,

Victor | PageFly Team